Everseen

Solutions Engineer

• Provide onsite and remote technical assistance and troubleshooting for platform users.
• Perform routine maintenance, POS integration, and issue resolution to enhance platform performance.
• Take ownership of platform performance, driving improvements through proactive monitoring and issue identification.
• Interact with customers to gather feedback, understand needs, and provide training.
• Tailor system settings and deliver technical reports and actionable recommendations.
• Serve as a liaison with internal and external stakeholders, including executives and partners, to address project updates and concerns.
• Oversee platform deployment and ensure efficient operation before, during, and after implementation.
• Collect and analyze data on platform usage, performance, and improvement opportunities.
• Collaborate with customers to analyze requirements and customize platform configurations.
• Translate business needs into detailed technical specifications.
• Identify, document, and mitigate risks that could impact program success.
• Work closely with software developers, R&D, and engineering teams to align application performance with specifications.
• Test platform performance under various conditions, making necessary adjustments to configurations for optimal results.
• Create and maintain comprehensive technical documentation, including user guides, training materials, and system specifications.
• Document changes to scope, timelines, and resources, ensuring alignment with stakeholder approvals.
• Act as the primary escalation point for L2/L3 monitoring or customer tickets and escalate unresolved issues to the appropriate teams.
• Facilitate customer onboarding through structured phases, providing regular program updates to senior management.
• Develop project plans, reports, and roadmaps to support customer objectives and the broader platform portfolio.
• Conduct product demonstrations and deliver compelling presentations to highlight platform features and value propositions.

Technical Solutions Engineer

Operations

• Manages and leads the region reporting to them from both an operational and strategic perspective.
• Has overall responsibility for the successful operation of the region’s deliverables.
• Deals with all capacity planning activities.
• Sets strategy and takes key decisions for the success of the region.
• Works with senior leadership to set strategic goals for their team.
• Responsible for the governance of the region. Acts as a point of escalation for both the team, internal and external stakeholders.
• Project Management and Execution 
• Oversees the development and execution of project plans, ensuring tasks, milestones, risks, and issues are effectively managed.
• Serves as the primary point of contact for project-related queries, coordinating with both internal and external stakeholders.
• Leads multiple customer projects from inception to completion, ensuring alignment with project scope and timelines in collaboration with sales, engineering, and product teams.
• Helps the team to identify creative and robust solutions to address project risks and issues, ensuring minimal impact on project timelines and deliverables. Support customer calls where necessary.
• Technical Implementation and Support 
• Manages the technical onboarding and deployment process for customers, with a focus on seamless installations of software solutions.
• Troubleshoots technical issues and provide timely solutions to ensure consistent and reliable service delivery.
• Act as a technical resource, providing insights and addressing challenges related to software, networking, and system integration.
• Cross-functional Collaboration and Communication 
• Works closely with sales, product development, and engineering teams to support project goals and customer satisfaction.
• Provides regular project updates, distribute meeting notes, and maintain transparency with all stakeholders.
• Liaises with the VP of Operations to report on project status, issues, and opportunities for process improvements.
• Documentation and Knowledge Management 
• Ensures that all technical and project documentation is complete, accurate, and accessible to relevant stakeholders.
• Contributes to the development of best practices for project management and technical processes within the region.
• Customer Relationship Management
• Builds strong relationships with regional customers, ensuring their needs are met and fostering long-term partnerships.
• Travel up to 30% to meet with customers across the region, facilitating successful project implementations and ongoing support.
• Fosters a culture of collaboration and continuous learning by organizing training sessions, workshops, and knowledge-sharing sessions.

Technical Solutions Engineer

Senior Operations Manager